Director, Customer Services

hace 2 semanas

Madrid, Madrid, España NTT DATA A tiempo completo

About the Role

The Director, Customer Services is a senior leadership position responsible for overseeing the delivery of exceptional customer experiences within NTT DATA. This role requires a strategic thinker who can drive business growth, optimize service delivery, and foster strong client relationships.

Key Responsibilities

  • Financial Performance Management
    • Manage the financial performance of Customer Services, including growth, delivery profitability, and technology innovation.
  • Strategy Execution
    • Translate the Services strategy into actionable goals that guide day-to-day operations.
  • Collaboration and Leadership
    • Collaborate with senior leadership to develop service/product offers and define value propositions.
    • Lead a team of professionals to achieve business objectives and drive service excellence.
  • Client Satisfaction and Continuous Improvement
    • Define client satisfaction standards and oversee the implementation of client service policies and procedures.
    • Drive a culture of continuous improvement, implementing best practices and process enhancements.
  • Service Delivery Excellence
    • Oversee the development and execution of new delivery methodologies and ensure alignment to best practice.
    • Ensure service delivery excellence, identifying new business opportunities where applicable.
  • Team Management and Development
    • Manage and mentor the team to ensure achievement of team and individual objectives.

Requirements

  • Business and Commercial Orientation
    • Significant business and commercial orientation with a supporting interest in technology.
  • Thought Leadership
    • Thought leader with significant knowledge of managed services, IT service management, and related technologies.
  • Client-Facing and Communication Skills
    • Significant client-facing and communication skills, with the ability to build and maintain strong client relationships.
  • Leadership Qualities
    • Excellent leadership qualities, including the ability to inspire and mentor a team.
  • Education and Certifications
    • Bachelor's degree or equivalent in Information Technology or Business Administration or related field.
    • ITIL certification is advantageous.
  • Experience
    • Significant experience in managing an information technology services team, preferably within a global matrixed organization.
    • Significant proven working experience in a large-scale organization.
    • Significant demonstrated experience working with vendors and/or service providers.

About NTT DATA

NTT DATA is a $30+ billion trusted global innovator of business and technology services. We serve 75% of the Fortune Global 100 and are committed to helping clients innovate, optimize and transform for long-term success. We invest over $3.6 billion each year in R&D to help organizations and society move confidently and sustainably into the digital future. As a Global Top Employer, we have diverse experts in more than 50 countries and a robust partner ecosystem of established and start-up companies. Our services include business and technology consulting, data and artificial intelligence, industry solutions, as well as the development, implementation and management of applications, infrastructure, and connectivity. We are also one of the leading providers of digital and AI infrastructure in the world. NTT DATA is part of NTT Group and headquartered in Tokyo.

Equal Opportunity Employer

NTT DATA is proud to be an Equal Opportunity Employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, colour, gender, sexual orientation, religion, nationality, disability, pregnancy, marital status, veteran status, or any other protected category. Join our growing global team and accelerate your career with us.

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